Preparing Multi-Channel Centers for Next-Gen Customer Engagement
Not too long ago, the only way to engage with customers was by phone, mail or in person. But today,...
Not too long ago, the only way to engage with customers was by phone, mail or in person. But today,...
Frontline organizations pride themselves on keeping their employees busy. However, according to a recent Intradiem survey, 11% of the agent's...
According to a recent survey, 27% of companies use manual processes to balance resources across phone, e-mail, web and chat....
Learn how to ensure you always have the right number of agents in the right channels to deliver an outstanding...
Managing contact center workforce is part art, part science. You take your best guess of what staffing levels need to...
Whether your contact center's objectives revolve around improving productivity or enhancing the customer experience, one of the most important tools...
